“The messaging apps have to make communication easier for the customer and demonstrate to the customer that their voice is being heard by the organization.”
— Jeff Kaplan, Managing Director of THINKstrategies
Text messaging has firmly established itself as a valuable way to communicate with customers. And now, texting is growing up, taking its place in the enterprise, where organizations are leveraging new platforms and technologies to scale text messaging into a true customer service solution.
We asked experts what features should communication leaders look for when implementing a messaging app into their customer communication strategy. Their answers showed that enterprise text messaging sits squarely at the confluence of technology and customer experience.